AirBnB Customer Service Issues

Archive 77

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #77. It includes a selection of 20 issue(s) reported March 29, 2022 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
A friend of mine, Glenn Pëeters, is in Marrakech and asked for my help with his booking at White Stone Villa from April 23 to April 26. Despite trying to contact the host multiple times, he couldn't reach them to cancel his reservation for a full refund. AirBnb informed him he could only cancel without charges if the booking was found invalid upon arrival on April 23. Glenn is currently in Marrakech trying to speak with the owner to sort this out. They both agreed he could cancel without any fees, but he requested my assistance since he's in Marrakech. I kindly ask you to contact the owner of White Stone Villa to cancel the reservation without any charges, as per the agreement made with Glenn Peeters. Glenn can verify this arrangement. Thank you for your help.
Reported by GetHuman-dominiek on Dienstag, 29. März 2022 12:57
Upon waking up one morning, I was disturbed by the sound of vacuuming coming from the floor above, which, to be fair, was actually already midday. Later that Wednesday evening, I mistakenly locked the storm door to the side entrance, assuming the tenants had keys to it, in an attempt to secure their hallway. However, between 7:15-8:50 pm, I was startled by a man yelling upstairs in an aggressive manner, engaging in what seemed like a heated argument. His loud outbursts continued for about an hour, making me feel uneasy and preventing me from getting much sleep. The man's behavior seemed threatening, and the constant complaints about the storm door were truly disruptive. Additionally, when I finally managed to calm down from this unsettling encounter, I discovered a sharp object poking me while lying in bed, which turned out to be a stray toenail clipping hidden under the supposedly clean sheets. Despite the overall cleanliness of the unit, this unexpected finding was quite off-putting.
Reported by GetHuman-themaino on Dienstag, 29. März 2022 14:27
Subject: Need Help with Accessing Online Bookings Portal Dear Support, We are in need of assistance with our online bookings portal. We are unable to complete the 2-way verification process because the registered cellphone number is no longer in service. However, our email address remains the same at [redacted] Please help us set up a new cellphone number to regain access and control of our account. We recently faced issues where customers booked with us despite being fully booked. Your help in this matter would be greatly appreciated. For further communication, please reach out to Hilton or Ruline at the South African number [redacted]. Best regards, Hilton & Ruline
Reported by GetHuman7283924 on Donnerstag, 31. März 2022 07:42
As hosts, we have encountered an issue with AirBnB deducting a security deposit fee twice from a guest's booking charge, leaving us owed a refund of £[redacted]. Despite multiple attempts to resolve this through the chat line, no progress has been made. Looking for guidance on how we can contact AirBnB directly from the United Kingdom and who we should connect with. Any advice would be appreciated.
Reported by GetHuman-jeddhay on Donnerstag, 31. März 2022 15:44
I urgently require emergency accommodation through your relief program. My safety is in jeopardy, and I need to leave my toxic living situation with my father due to mental abuse. I have seen on your app that Airbnb assists in various emergencies like fleeing abuse and dealing with Covid-19. I have no place to go as of today and cannot stay in this hostile environment anymore. I cannot be around groups, so a shelter is not an option. I am exploring permanent housing in Springfield, Missouri, but I need temporary safe housing during this transition period. I have heard that your company helps individuals in dire situations like mine. Please contact me promptly so we can find a solution. My name is C.B., and I am a female survivor of mental abuse who needs to escape. Thank you.
Reported by GetHuman-cameobro on Freitag, 1. April 2022 08:24
I urgently need temporary housing as I am facing homelessness. I have seen others receive financial help through AirBnB in similar situations. I am in immediate need of emergency accommodation through your relief program due to my safety being at risk. The ad on your app mentions helping with emergencies like fleeing abuse and COVID. My situation is urgent as I have to leave a toxic living environment with my father. I have nowhere else to go and cannot stay in a shelter due to my fear of being around groups of people. I am exploring permanent housing options in Springfield, Missouri, but I need help during this transition period. Please contact me soon as I have no other options. My name is C.B. and I am a victim of mental abuse seeking refuge. Thank you.
Reported by GetHuman-cameobro on Freitag, 1. April 2022 08:54
Please contact my last booking host, Susan, at Susan's Home in Dar es Salaam. She is upset as she wants to overcharge me or change the price of her listing without my approval. The amount of $[redacted].67 USD was cleared through my Navy Federal Credit Union in the USA yesterday. I am currently staying at the home, and the payment has been settled. However, Susan wants me to assist her in changing the price, which I believe is unfair. I have advised Susan to contact Airbnb's Super Host for assistance as I believe this issue should be resolved through them. She keeps asking me why, and my response remains the same - she should reach out to Airbnb to clarify any discrepancies. I firmly believe that Susan was attempting to alter the pricing after the reservation had been made. My bank has confirmed that the payment was successfully processed, and I expect Susan to honor the agreed-upon price. Airbnb should have a record of all transactions, and any changes should be documented accordingly. It is crucial that Airbnb intervenes in this matter and contacts Susan to rectify the situation promptly. Your cooperation is greatly valued. Thank you. Mary Wilson [redacted]-[redacted]-[redacted]-[redacted] in Dar Es Salaam.
Reported by GetHuman-torahfre on Samstag, 2. April 2022 13:20
After arriving at my AirBnB, I promptly canceled my reservation due to safety concerns. The environment was unsettling with barred windows, suspicious activity outside the building, and excessive noise indoors. Feeling extremely unsafe, I left immediately. The host has refused to issue a refund, despite my justified reasons. I believe the host should have included exterior photos of the building to give guests a clear picture of the surroundings. The interior looked nice in pictures, but my safety was compromised. Based on my experience and discovering past reviews mentioning criminal incidents and pest issues, I feel this property should not be available for rental. I have documentation in the form of photos and videos to support my claims. I am seeking a full refund from AirBnB for this unsettling experience.
Reported by GetHuman-mialty on Samstag, 2. April 2022 22:00
Hello, I reside in a flood-prone area in Lower Portland, NSW, Australia. Recently, due to severe flooding, we had to cancel a guest booking on 12th March. Despite Airbnb's assurance of no cancellation fees for hosts affected by the East coast floods, we were mistakenly charged for the cancelation. With more heavy rainfall expected, our upcoming Easter booking may also be impacted by floods. I am concerned about potential penalties for unavoidable cancellations in the future. I take great pride in maintaining high standards for our guests and have been working tirelessly to restore our property after the flood. To allow for recovery time, I have already blocked off most of April.
Reported by GetHuman7298494 on Montag, 4. April 2022 02:07
I would appreciate a prompt contact regarding an issue with a payment for a booking made two days ago for the Bella vista sul mare e sulle montagne duplex climatizzato in Monticello, Corse, Francia. My stay is scheduled from August 5th to August 15th for 3 guests and 1 pet. The total cost is [redacted]€. Despite trying multiple times, my perfectly functioning credit card is not being accepted on your website, and I am unable to access any messages for the past 24-36 hours. I previously communicated with "Joseph". Thank you, Steven K. Email: [redacted] Phone: 39.0[redacted]90.
Reported by GetHuman-lacornuc on Donnerstag, 7. April 2022 12:42
Subject: Assistance Needed - Viewing and Payment for My Airbnb Booking Invoice: IN-[redacted]-5F5D78 Property: Wohnung zu Vermieten 2 Zimmer Host: Jan Rutgher Reservation Code: 5F5D78 Customer: Gopichand Nelakurthi Address: 2-6B, Chirukurivaripalli, Talakondapadu, Pedacherlopalli Mandal, Prakasam, Kanigiri Andhra Pradesh, India Phone: +91 [redacted] Email: [redacted] Hello, I am Gopichand Nelakurthi, and I have a booking under the details mentioned above. Unfortunately, I have forgotten my Airbnb login information. I have arrived in Bochum and would like to move into the rented property. My host advised me to contact Airbnb for assistance in viewing the property. I aim to inspect the room tomorrow, finalize the payment promptly, and recover my login details. Thank you for your help. Regards, Gopichand Nelakurthi
Reported by GetHuman7315255 on Donnerstag, 7. April 2022 20:58
Regarding Invoice # IN-[redacted]-5F5D78: Property: Apartment with 2 rooms for rent Host: Jan Ruthger Reservation Code: 5F5D78 I, Gopichand Nelakurthi, have reserved the above property. I forgot my Airbnb login details and I am in Bochum, ready to move in. My host suggested contacting Airbnb for check-in. I wish to view the room tomorrow, make the payment promptly, and retrieve my login information. Thank you, G.N. Mobile: [redacted]
Reported by GetHuman7315255 on Donnerstag, 7. April 2022 21:03
Hello, I encountered an issue while trying to book a place in the south of France. Despite the website crashing during payment, it seems the transaction went through. In confusion, I made a second booking. Now, I find myself having paid for the same place twice. Unfortunately, the refund process on the website is not functioning correctly. I kindly request the cancellation of one of the bookings and a refund for the duplicated payment. Thank you, Mustafa G. Airbnb Confirmation Code: [redacted] Airbnb Confirmation Code: [redacted]
Reported by GetHuman7321663 on Samstag, 9. April 2022 16:39
The neighborhood where the property is located is concerning for safety reasons. Upon entering the street, we felt uneasy as we witnessed various suspicious activities such as groups congregating and apparent homelessness. A woman even stumbled in front of our vehicle. The discomfort escalated, leading us to drive past the property without exiting the car, especially with our 20-month-old with us. We promptly reached out to the host requesting a refund due to the safety concerns. However, the host declined to provide a refund and suggested canceling the reservation instead. In my opinion, the area does not seem safe for anyone, let alone children.
Reported by GetHuman7343702 on Freitag, 15. April 2022 18:48
As an Airbnb host, I have encountered issues with non-payment for two reservations. The Alcazar group stayed from March 15th to April 5th, and Olga's reservation was from April 11th to the 14th. Airbnb's policy states that hosts should be paid a day after check-in, but this has not occurred in both cases. Despite reaching out to numerous customer service agents and supervisors, I have been met with deceitful behavior, a lack of transparency, and broken promises. For instance, money was sent via Western Union without any notification email or transaction details provided. When attempting to receive the payment at multiple banks, I was unsuccessful. Additionally, I have provided my Td Bank account details in Boca Raton as the approved payout method, but no funds have been transferred. I am owed $[redacted] ($[redacted] for one reservation and approximately $[redacted] for the other), and I also believe Airbnb's reputation should be held accountable for their dishonest practices. I have communicated extensively with supervisors and reached out to Catherine Powell and Brian Chesky to address this issue. The consistent pattern of delay and dishonesty in not compensating me for my hosting services is unacceptable.
Reported by GetHuman-gebarnea on Mittwoch, 20. April 2022 15:38
Hello, we are currently renters at [redacted] Cottonwood Ridge in Boerne, TX. We booked for 30 days starting on March 12 and have extended our stay to a total of 2 months. We have noticed some changes in the listing description and would like clarification. Firstly, the pet fee is now listed as $55 per pet, per day instead of per stay. We are unsure if this was revised after March 12. Secondly, there is a new requirement for cleaning every 2 weeks for guests staying over 4 weeks, which was previously every 30 days. We are unsure if this change occurred after our booking. We requested to postpone the cleaning scheduled a week before we leave but were declined, and we will still be charged $[redacted] as per the listing. Your assistance in addressing these concerns is appreciated. Thank you, Orlando.
Reported by GetHuman7369428 on Samstag, 23. April 2022 21:27
Subject: Issue with Carpet Damage and Guest Request From: C.B. <[redacted]> Date: Wed 27/04/[redacted] 06:04 Subject: Fw: New carpet Hello, I believe this may not be your department, but I am having trouble reaching the correct Airbnb address. Would you kindly forward this to the appropriate department? Your assistance is greatly appreciated. Kind regards, Charles Brooking --- Subject: New Carpet Request From: Charles Brooking Date: Wed 27/04/[redacted] 05:48 Subject: New carpet Dear Airbnb Support, I am reaching out regarding the damage my guest caused to my carpet while attempting to clean a spill. I have received a quote for a replacement carpet and have attached photos of the stains as evidence. The guest in question is Jae Jung, who stayed from 26th March until 17th April. I have tried contacting her about this matter but have not yet received a response. Could you please confirm the next steps, such as sending her the quote for payment? Your prompt attention to this issue is appreciated. Thank you, Charles Brooking
Reported by GetHuman7381606 on Mittwoch, 27. April 2022 05:08
The host canceled my reservation less than 49 hours before my check-in, leaving my money tied up for 15 days. After verifying the new unit's availability with a customer service representative, I reserved it, only for Airbnb to backtrack on their commitment. Despite promises to call, Airbnb only sends messages via the app, which is frustrating given the circumstances of being in another country. The lack of follow-through from Airbnb is unacceptable, and I am disappointed by the handling of the situation.
Reported by GetHuman7390205 on Freitag, 29. April 2022 12:00
Hello, I'm having trouble accessing my Airbnb account as the system still has my old Thai phone number. I need to update it to my current Australian number to book a condo for an event in Singapore. Despite knowing I have an account, I can't log in due to the incorrect phone number, which is blocking my verification. I would appreciate assistance with this issue promptly. Thank you, Wayne B.
Reported by GetHuman-benoota on Samstag, 30. April 2022 11:36
I booked this Airbnb due to its proximity to the Covid testing center in Milpitas. I informed the host that I needed to be there for a week. However, on the night of April 29, I heard severe coughing from two of his family members all night. The shared spaces made me feel very unsafe, considering my mandatory Covid test for my upcoming flight to China. I decided to leave on April 30 and moved to a hotel. I reached out to the host for a refund for the remaining nights (April 30-May 6), but he claims he cannot process it. I am hoping to receive a full refund as soon as possible.
Reported by GetHuman7397473 on Sonntag, 1. Mai 2022 18:03

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